Does smart tourism technology matter? Lessons from three smart tourism cities in South Korea

Um, Taehyee; Chung, Namho

doi:10.1080/10941665.2019.1595691

Cited by 102 publications

(88 citation statements)

References 60 publications

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“…Smart, as a new concept, often involves practical devices in the context of economic and social development, including smartphones, smart TVs, and smart cars. Smart here means intelligent, eco-friendly, sustainable, integrated, and ubiquitous [16]. The term of smart has been applied to tourism based on the way in which integrated technologies, real-time data, and physical infrastructure have been combined into a single complex environment much like a city, thus, making great achievements.…”

Section: Smart Tourismmentioning

confidence: 99%

The Role of Perceived Smart Tourism Technology Experience for Tourist Satisfaction, Happiness and Revisit Intention

et al. 2020

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The rapid advancement of smart tourism technology brings new opportunities for tourism development. More travel destinations are relying on smart technology to attract more tourists to visit and enrich their travel experience. The main purpose of this study was to explore whether tourists are satisfied with their smart tourism technology experience (i.e., informativeness, accessibility, interactivity, personalization, and security). This study also investigated the impact of smart tourism technology experience on tourists’ happiness and revisit intention. This study used a structural equation method to find the relationship among smart tourism technology attributes, travel satisfaction, happiness, and revisit intention. Surveys of a total of 527 participants who traveled to Macau from Mainland China were used for the analysis. The results showed that accessibility is the most important factor affecting the smart tourism technology experience and personalization the least. Smart tourism technology experience is shown to be significantly associated with travel experience satisfaction, and travel experience satisfaction has a positive effect on both tourists’ happiness and revisit intention. Finally, tourist happiness is also shown to be positively associated with revisit intention. This study provides theoretical and practical significance for the development of smart tourism in the future.

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Section: Smart Tourismmentioning

confidence: 99%

The Role of Perceived Smart Tourism Technology Experience for Tourist Satisfaction, Happiness and Revisit Intention

et al. 2020

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“…The innovation and competitiveness of STDs are based on tourism apps ( Buhalis & Amaranggana, 2013 ; Cimbaljević, Stankov, & Pavluković, 2019 ) which increase tourists' freedom and independence in the development of tourism activities ( Jeong & Shin, 2019 ). Information sources are critical elements in the tourists' overall experience as they can motivate and stimulate the travel experience at the smart destination ( Jeong & Shin, 2019 ; Um & Chung, 2019 ).…”

Section: Theoretical Foundationsmentioning

confidence: 99%

“…Tourists can feel confused and overloaded by the vast amount of information available online ( Zillinger, 2019 ). This can negatively impact the tourist experience and STDs must become active players in the acquisition, utilisation, supply and sharing of tourism-related information ( Um & Chung, 2019 ). Understanding why tourists use information sources will allow STDs to provide the most suitable technological resources and positively influence the tourist experience.…”

Section: Theoretical Foundationsmentioning

confidence: 99%

Towards the smart tourism destination: Key factors in information source use on the tourist shopping journey

Milon

Ayensa

Pascual

et al. 2020

Tourism Management Perspectives

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This paper aims to contribute to the knowledge on how the Smart Tourism Destination (STD) might enhance the Tourist Shopping Journey (TSJ) through offering information sources that meet visitors' needs and preferences. The CAN (Cognitive-Affective-Normative) model was employed to explore the antecedents of using information sources for purchases made in destinations. The importance of the cognitive variables performance and effort expectancy in the purchasing process are highlighted: tourists are pragmatic when consulting information sources in destinations. This study contributes to the knowledge of the role of information sources in TSJ behaviour, and can help managers in the development of STD strategies and services. It also opens new research lines by considering the TSJ as a hitherto unexamined holistic process.

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“…The scale of service recovery was adapted from [4] including 6 items and the scale of anxiety was adapted from [9] including 4 items. AI based SST satisfaction was measured with 5 items adapted from [14]. Finally, hotel satisfaction was measured with 4 items adapted from [7].…”

Section: Methodsmentioning

confidence: 99%

A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel

Chung

2021

Information and Communication Technologies in Tourism 2021

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The advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation.

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Does smart tourism technology matter? Lessons from three smart tourism cities in South Korea

Cited by 102 publications

References 60 publications

The Role of Perceived Smart Tourism Technology Experience for Tourist Satisfaction, Happiness and Revisit Intention

The Role of Perceived Smart Tourism Technology Experience for Tourist Satisfaction, Happiness and Revisit Intention

Towards the smart tourism destination: Key factors in information source use on the tourist shopping journey

A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel

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